Customer Portal Access - Block Default Help Center

Question

Hi all,

I've created a customer facing JSM project and it's working great for our needs. However I have one small hiccup. I have created an externally facing help center portal. However customers keep on accessing the default help portal where we have more internally facing JSM projects. I make sure to invite each customer to the correct external help center each time.

The main question is there a way to block them from ever accessing the default help portal?

Also side question, I have 2 default help portals and not sure how that happened.

Marc -Devoteam- · Answer

Hi @Christopher D_Auria

This is not possible.

If they know the URL they can reach the main portal and if public signup is enabled on a JSM space, they could sign up.

As mentioned by @Andrea Robbins you could remove the customers from the space, but if public signup is possible they could get access again

I don't agree with CSM, as I think it's to limited in functionality, but that's a personal opinion.

CSM lacks many functions, if you require change management, incident management and alerting, etc..

But if this is for a specific set of users, then you could use a CSM space, but still I you have more portals, and they are publicly open and the url is know user could sign-up

Andrea Robbins · Answer

The only way to manage is to make sure the customer is invited only to a certain help center.

Also, please set your internal projects customer access settings to Restricted. Even if you hide the tile and it is not set to restricted the request type will appear in the help center search.

This is why CSM was born - the customer experience has zero risk of showing any internal projects that are JSM projects. It actually is form based and doesn’t have space tiles or anything.

JSM is really not advised for external customer support anymore.